Terms & Conditions

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London North Eastern Railway Limited, trading as 'LNER', is a company registered in England (No 04659712). Our registered office is:

London North Eastern Railway Limited. 

Registered Office:
West Offices, 
Station Rise, 

Your agreement with LNER

The LNER website and applications (apps) are offered as a service to you, the customer, by us, LNER. By using the LNER website and applications (apps) you agree to the terms and conditions set out below (terms). If you do not agree with these terms, you must not use the LNER website and applications (apps).

These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between you and us.  Please make sure you ask for these to be put in writing before you book train tickets or make any other transaction with us. In that way we can avoid any problems surrounding what you expect us to do.

We cannot accept any liability for any reliance placed by you on any statement or representation on the LNER website and applications (apps), whether made by us or a third party, except to the extent a statement or representation on the LNER website and applications (apps) are made negligently by us.

Copyright and use of the LNER website and applications (apps)

The copyright in the material contained in the LNER website and applications (apps) belongs to LNER, all rights reserved. Except solely for your own personal and non-commercial use, no part of the LNER website and applications (apps) may be copied, adapted, modified, distributed, transmitted, displayed, performed, reproduced or published without the prior written permission of LNER.

You warrant to LNER that you will not use the LNER website and applications (apps) for any purpose that is unlawful or prohibited by the terms, conditions or notices.

LNER may in its absolute discretion suspend, stop or end your access to the LNER website and applications (apps).

Copyright © London North Eastern Railway Limited 2018

Liability disclaimer

While LNER has taken every reasonable effort to ensure that the information contained within the LNER website and applications (apps) are correct, you should be aware that the information may be incomplete, inaccurate or may be out of date. Changes are periodically made to the information herein and LNER may make improvements and/or changes to the LNER website and applications (apps) at any time.

LNER makes no representations about the suitability of the information, products and services contained on the LNER website and applications (apps) for any purpose. LNER shall use reasonable care and skill in carrying out the services contained in the LNER website and applications (apps). Except in relation to liability for death or personal injury, for which liability cannot be limited, the liability of LNER for any loss arising out of the use of the LNER website and applications (apps) shall be limited to the total value of the transaction under which the claim arises for any one event or series of related events. Save as aforesaid and to the extent permitted by law, LNER shall not be liable for any loss of profit, loss of opportunity, loss of business, indirect, incidental, special, or consequential loss arising out of or in any way connected with the use of any information, products, and services on the LNER website and applications (apps) or otherwise arising out of the use of the LNER website and applications (apps) and all warranties, terms and conditions with regard to such information, products, and services, whether express or implied arising under statute or at common law or otherwise are hereby excluded.

Nothing contained herein shall prejudice your statutory rights as a consumer.

Impartial retailing

Our full website offers an impartial service selling every variation of ticket available around the UK representing all Train Operating Companies. We do not currently support Ferry bookings, supplementary tickets, Motorail services or Berth bookings on Caledonian Sleeper services.

Online ticket purchase

Our desktop site is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of the desktop site to find out information for you or for another person who intends to use or make use of the desktop site to purchase travel services.

You confirm that you have authority to use the credit/debit card details you provide for the purpose of settling any payments you owe to us. You also promise that all information supplied by you in using the full website is accurate and that you will not make any speculative, false or fraudulent reservations. You further promise that you will only use the travel services reservations facilities of the site to make reservations or purchases for yourself or another person on whose behalf you are legally entitled to act.

We shall not be obliged to sell tickets or reserve a seat for a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.
You acknowledge that you will be financially responsible for any bookings which are made through the full website using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or negligence when using this website (including where you deliberately or negligently let others use your account).


All bookings are subject to the Terms and Conditions of LNER, the National Rail Conditions of Travel and to the terms and conditions applicable to each ticket purchased. 

You are strongly advised to read these conditions, which contain limitations and exclusions relating to our liability in respect of loss caused by delays or cancellations, as well as loss or damage to, and delay in the delivery or luggage and its contents.

If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare.

The booking credit or debit card is required to collect tickets requested for delivery via Ticket on Departure (from a self-service ticket vending machine at the station), or if entered as identification to carry with you when travelling with a Self-Print ticket.  If your payment card expires near to your travel date, please ensure you bring this card for ID. If you fail to have the booking credit or debit card together with the booking reference when collecting tickets requested for delivery by Ticket on Departure, or the ID entered as identification when travelling with a Self-Print ticket, a new ticket at the full fare will need to be bought to travel.

You must allow enough time to catch your train. Doors are locked up to two minutes before departure.

Web only prices

Web exclusive discounts are only available when accessed via the lner.co.uk site, not via any other sites or booking engines. Details of the web discounts available are within the Special Offers section of the site. 

Issue of tickets

With respect to tickets sold by us, we cannot confirm the price of any tickets until such time as you complete your order and your credit/debit card will not be charged until the order has been processed.

When we have confirmed your booking by email to your registered email address, we will send your tickets or ticket collection number to you using the method you selected when you made your booking. On receipt of your tickets we would ask that you check to ensure they are correct and contact our Web Support team on 03457 225 333 if your tickets do not meet the information you provided at the time of booking.

Changes, cancellations and refunds

Changes to the date and time of a ticket may be permitted depending on the type of ticket and availability of alternatives, but exchange may not be available for certain ticket types. Refunds will depend on the type of ticket and conditions applicable to it and may not be available for certain ticket types.
To make any changes, please log in to your account via the LNER site or contact Web Support on 03457 225 333 who will guide you through the process.

Cookies policy

Our cookies policy explains what cookies are, how we use them on this website and how to manage your preferences. By continuing to use this website, you agree to the use of cookies on your device in accordance with our cookies policy.


We may change these terms from time to time; however any changes will not affect existing terms accepted by you when making a reservation or purchase through the desktop site.
Network Rail usually carries out track maintenance and renewal work at weekends or Bank Holidays, or occasionally early weekday mornings or late evenings. You are strongly advised to confirm your train times prior to making your journey.

The prices quoted on the desktop site are in Pounds Sterling (£). If you pay for your tickets using a foreign credit or debit card, we are not responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.

Your agreement to the terms, conditions and notices contained on the LNER website, desktop and mobile retail sites and applications (apps) are governed by the laws of England and you hereby consent to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to the use of the LNER website and applications (apps). If at any time any part of this agreement becomes invalid, illegal or unenforceable in any respect, that invalid, illegal or unenforceable part shall be severed from the remainder of the agreement and the validity, legality and enforceability of the remainder of the agreement shall not be affected or impaired in any way. Further, the invalid, illegal or unenforceable part will be deemed superseded by a valid, legal or enforceable part that most closely satisfies the intention of the original part. The validity, legality and enforceability of the remainder of the agreement shall not be affected or impaired in any way.


Please note that the answers you receive from our chat assistant are based on artificial intelligence and come exclusively from the information on our website. Although we always strive to provide accurate and relevant information, the Chat Assistant may not be able to respond correctly or completely to all requests.

For binding information and specific concerns, we recommend that you contact our staff directly. They will offer individual and reliable information to answer your questions.